When will I receive my Course Certificate?

If you complete the course successfully, your electronic Course Certificate will be added to your Accomplishments page - from there, you can print your Course Certificate or add it to your LinkedIn profile.

Why can’t I audit this course?

This course is currently available only to learners who have paid or received financial aid, when available.

Is financial aid available?

Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.

Mastering Customer Success

Économisez sur les compétences qui vous font briller avec 40 % de réduction sur 3 mois de Coursera Plus. Économisez maintenant

Ce cours n'est pas disponible en Français (France)

Nous sommes actuellement en train de le traduire dans plus de langues.

Mastering Customer Success

Instructeur : Packt - Course Instructors

Inclus avec

10 modules

Obtenez un aperçu d'un sujet et apprenez les principes fondamentaux.

niveau Débutant

Expérience recommandée

1 semaine à compléter

à 10 heures par semaine

Planning flexible

Apprenez à votre propre rythme

10 modules

Obtenez un aperçu d'un sujet et apprenez les principes fondamentaux.

niveau Débutant

Expérience recommandée

1 semaine à compléter

à 10 heures par semaine

Planning flexible

Apprenez à votre propre rythme

Ce que vous apprendrez

Develop strategies to increase customer retention and expansion
Understand the role of measurement in service delivery excellence
Enhance engagement models by analyzing customer behavior

Compétences que vous acquerrez

Catégorie : Stakeholder Engagement
Catégorie : Account Management
Catégorie : Crisis Management
Catégorie : Account Strategy
Catégorie : Customer Data Management
Catégorie : Key Performance Indicators (KPIs)
Catégorie : Product Knowledge
Catégorie : Customer Retention
Catégorie : Customer Engagement
Catégorie : Customer Insights
Catégorie : Business Metrics
Catégorie : Performance Metric
Catégorie : Stakeholder Management
Catégorie : Customer Success Management
Catégorie : Incident Management
Catégorie : Customer experience improvement
Catégorie : Business Management
Catégorie : Customer Relationship Management
Catégorie : Customer Relationship Building

Outils que vous découvrirez

Catégorie : Customer Relationship Management (CRM) Software

Détails à connaître

Certificat partageable

Ajouter à votre profil LinkedIn

Récemment mis à jour !

janvier 2026

Évaluations

10 devoirs

Enseigné en Anglais

Découvrez comment les employés des entreprises prestigieuses maîtrisent des compétences recherchées

En savoir plus sur Coursera pour les affaires

logos de Petrobras, TATA, Danone, Capgemini, P&G et L'Oreal

Il y a 10 modules dans ce cours

In today’s competitive landscape, customer success is critical for driving business growth and ensuring long-term value. This course equips professionals with the essential strategies and tools needed to enhance customer relationships, reduce churn, and foster sustainable revenue expansion.

Throughout the course, learners will gain practical insights into the core aspects of customer success. It covers proven methods for developing strategies that increase customer retention, utilizing measurement tools to ensure service excellence, and engaging customers through behavioral analysis to improve engagement models. What sets this course apart is its combination of expert knowledge and real-world applications. You will not only learn strategic frameworks but also see how these frameworks are implemented successfully in various industries, providing you with actionable insights that can be applied immediately. This course is ideal for customer success professionals looking to refine their strategies and expand their impact. A basic understanding of business operations and customer success principles is recommended, so it is accessible to beginners, but the course also accommodates intermediate and advanced learners seeking to enhance their skills.

In this section, we explore precise measurement strategies to align customer success with business goals using S.M.A.R.T. metrics, KPIs, and OKRs for actionable insights and sustainable growth.

Inclus

2 vidéos5 lectures1 devoir

2 vidéosTotal 2 minutes

Course Overview1 minute
Optimizing Your Key Metrics for Growth - Overview Video1 minute

5 lecturesTotal 80 minutes

Introduction30 minutes
Aligning CS with Business Goals10 minutes
Individual Versus Team Goals in CS Metrics20 minutes
Qualitative Metrics How Evidence Takes on a Human Dimension10 minutes
Customer Lifetime Value10 minutes

1 devoirTotal 10 minutes

Key Metrics for Business Growth10 minutes

In this section, we explore foundational product knowledge, customer needs analysis, and communication strategies for Customer Success Managers to align customer success with company goals.

Inclus

1 vidéo7 lectures1 devoir

1 vidéoTotal 1 minute

Building a Strong Foundation Key Knowledge for Success - Overview Video1 minute

7 lecturesTotal 80 minutes

Introduction20 minutes
Understanding CLTV10 minutes
Soft Skills of Exceptional CSMs10 minutes
Analytical Skills10 minutes
Feedback10 minutes
Public Speaking10 minutes
CSM-specific and CS Operations-specific Skills10 minutes

1 devoirTotal 10 minutes

Building a Strong Foundation in Customer Success10 minutes

In this section, we examine balancing proactive and reactive strategies, analyzing account segmentation, and designing scalable processes for effective book of business management.

Inclus

1 vidéo6 lectures1 devoir

1 vidéoTotal 1 minute

Strategies for Effective Course of Business Management - Overview Video1 minute

6 lecturesTotal 90 minutes

Introduction30 minutes
Strategies for Effective Customer Prioritization10 minutes
Segmentation10 minutes
Scaling for Success20 minutes
Building Your Sales Partnerships10 minutes
Relationship10 minutes

1 devoirTotal 10 minutes

Effective Book of Business Management10 minutes

In this section, we explore structured onboarding processes, stakeholder engagement strategies, and communication cadence to ensure client alignment and project success through transparency and planning.

Inclus

1 vidéo5 lectures1 devoir

In this section, we explore strategies for identifying and cultivating referenceable customers to enhance business credibility and growth through effective advocacy.

Inclus

1 vidéo4 lectures1 devoir

In this section, we explore how data can be used internally to improve processes and externally to enhance customer experiences, focusing on customer success strategies and predictive analytics.

Inclus

1 vidéo7 lectures1 devoir

1 vidéoTotal 1 minute

Leveraging Data for Customer Success - Overview Video1 minute

7 lecturesTotal 90 minutes

Introduction20 minutes
Understanding User/Consumer Behaviors and Patterns of Product Use10 minutes
A Short Dive into Consumption Analytics20 minutes
Assessing Risk and Developing Predictive Customer Retention Strategies10 minutes
Refining Personalization for More Precise Expansion Approaches10 minutes
Data for CS Through an External Lens10 minutes
Strengthening Long-Term Customer Relationships and Nurturing the Growth of Customer Advocacy10 minutes

1 devoirTotal 10 minutes

Leveraging Data for Customer Success10 minutes

In this section, we explore building internal relationships to enhance customer success, focusing on cross-functional collaboration, strategic partnerships, and leveraging expertise for improved client outcomes and career growth.

Inclus

1 vidéo5 lectures1 devoir

1 vidéoTotal 1 minute

Building Your Customer Success Inner Circle - Overview Video1 minute

5 lecturesTotal 90 minutes

Introduction20 minutes
Support and Technical Assistance20 minutes
Finance and Legal20 minutes
How to Build Internal Relationships20 minutes
Nurturing Internal Relationships10 minutes

1 devoirTotal 10 minutes

Strengthening Customer Success Through Strategic Relationships10 minutes

In this section, we explore retention and expansion strategies, emphasizing the math of customer growth, land and expand tactics, and identifying upsell opportunities to enhance customer success and business value.

Inclus

1 vidéo4 lectures1 devoir

1 vidéoTotal 1 minute

Strategies for Retention and Expansion in Your Business - Overview Video1 minute

4 lecturesTotal 70 minutes

Introduction30 minutes
Land and Expand Is More Involved Than People Think10 minutes
Exhibiting Excellence as Individual CSMs in Retention and Expansion10 minutes
How to Identify Upsell and Cross-sell Opportunities20 minutes

1 devoirTotal 10 minutes

Customer Retention and Business Growth Strategies10 minutes

In this section, we explore crisis types in customer success, strategies for effective response, and methods to build trust through structured SLAs and collaboration.

Inclus

1 vidéo4 lectures1 devoir

In this section, we examine how human factors and technology shape the future of Customer Success, focusing on personalized and proactive engagement strategies.

Inclus

1 vidéo3 lectures1 devoir

Instructeur

Packt - Course Instructors

Packt

1 836 Cours513 527 apprenants

Offert par

Packt

Pour quelles raisons les étudiants sur Coursera nous choisissent-ils pour leur carrière ?

Felipe M.

Étudiant(e) depuis 2018

’Pouvoir suivre des cours à mon rythme à été une expérience extraordinaire. Je peux apprendre chaque fois que mon emploi du temps me le permet et en fonction de mon humeur.’

Jennifer J.

Étudiant(e) depuis 2020

’J'ai directement appliqué les concepts et les compétences que j'ai appris de mes cours à un nouveau projet passionnant au travail.’

Larry W.

Étudiant(e) depuis 2021

’Lorsque j'ai besoin de cours sur des sujets que mon université ne propose pas, Coursera est l'un des meilleurs endroits où se rendre.’

Chaitanya A.

’Apprendre, ce n'est pas seulement s'améliorer dans son travail : c'est bien plus que cela. Coursera me permet d'apprendre sans limites.’

Foire Aux Questions

Yes, you can preview the first video and view the syllabus before you enroll. You must purchase the course to access content not included in the preview.

If you decide to enroll in the course before the session start date, you will have access to all of the lecture videos and readings for the course. You’ll be able to submit assignments once the session starts.

Once you enroll and your session begins, you will have access to all videos and other resources, including reading items and the course discussion forum. You’ll be able to view and submit practice assessments, and complete required graded assignments to earn a grade and a Course Certificate.